Junior Information Technology (IT) Support Analyst
About The Position
The Junior Information Technology (IT) Support Analyst is responsible for delivering technology support and high-quality customer service to all firm employees. This role is fully onsite in the Irvine office and provides technical assistance to both onsite and remote users, resolving a wide range of technology requests efficiently and accurately. Key areas of responsibility include troubleshooting and supporting: firm-standard software applications, computer hardware, imaging and configuring laptops for new employees, video/audio conferencing, printers, operating systems, and mobile devices. The Junior IT Support Analyst reports to the IT Manager.
Requirements
- 2+ years of related Technical Support, Help Desk, or Service Desk experience in a law firm or large corporate IT setting.
- Working knowledge in Microsoft Windows and Microsoft Office 365, including Outlook, Word, Excel, PowerPoint, web-browsing, and SharePoint.
- Working knowledge in Microsoft Teams and Zoom.
- Working knowledge in troubleshooting complex issues relating to computer hardware, phones, printers, and mobile devices.
- Strong attention to detail, with the ability to notice what others seem to miss.
- Able to work independently and as part of a team, including across multiple locations.
- Excellent interpersonal skills, including telephone skills, verbal and written communication skills, active listening, and customer care.
- Communicate effectively in person and in writing, with the ability to translate technical concepts to non-technical people.
- Remain flexible and adapt to changes in tasks, priorities, projects or processes, whether planned or unforeseen.
- Ability to remain calm when resolving customer issues.
Responsibilities
- Provide technology support onsite to the Irvine office, as well as remote support relating to firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices.
- Working knowledge to diagnose, troubleshoot, research, and resolve a variety of technical issues.
- Clearly and concisely log details using the firm’s ticketing system, including the opening, closing, resolution, escalation, and tracking of user requests.
- Provide regular status updates to customers for issues that need time to troubleshoot and research until the request is completed.
- Anticipate customer needs and proactively identify solutions.
- Translate technical concepts into easy-to-understand explanations to assist customers at all technical skill levels.
- Report trends and unusual inquiries to department leadership to identify issues and problems within the technology platform.
- Maintain IT inventory, including tracking, setup, and maintenance of hardware such as laptops, desktops, printers, and peripherals.
- Image, configure, and deploy firm hardware in an enterprise environment.
- Participate in software and new service testing, as well as provide feedback to relevant technical owners on new products and software updates.
- Participate in regularly scheduled technology calls to understand firm strategies and new products and services.
- Complete special projects on various issues as needed.
- Provide conference room and audio-visual assistance, ensuring seamless operation for meetings and presentations.
- Troubleshoot and resolve A/V issues during meetings, including audio, video, and connectivity problems, to minimize disruptions.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
